IT Operational Support Specialist (L2/L3)

Overview

Our client is seeking experienced IT Operational Support Specialists (L2/L3) to join its IT Mergers & Acquisitions (M&A) Operations team, a globally distributed group responsible for supporting large-scale acquisition integrations.

This team plays a critical role in assessing, stabilizing, and integrating IT environments for newly acquired organizations. The role combines hands-on operational support with project-based integration work, ensuring continuity of services from acquisition through full integration into client’s enterprise systems.

Client has recently completed acquisitions totaling ~10,000 employees globally, making this a high-impact, fast-paced environment.

Key Responsibilities

IT Service Operations

Provide L2/L3 support across infrastructure, applications, and end-user environments during M&A integration

Ensure stability, availability, and continuity of IT services through transition phases

Support both on-prem and cloud environments

Incident & Request Management

Own and resolve incidents and service requests via ServiceNow in line with SLAs

Perform:

Triage & impact assessment

Root cause analysis

Resolution & escalation

Act as a key point of contact during critical incidents, coordinating across global teams

Provide hands-on support across:

Workstations & endpoints

Servers & infrastructure

User accounts & access

M&A Integration Support

Support infrastructure migrations and security remediation efforts

Assist with operational readiness for major integration milestones

Identify recurring/systemic issues and drive improvements

Partner with internal teams and vendors across acquired entities

Support hardware deployment and supply chain coordination

Governance & Documentation

Maintain and enhance:

Runbooks

Knowledge articles

Operational documentation

Ensure accurate ticketing and reporting data

Identify trends to inform integration strategy and remediation planning

Contribute to M&A operational data repository

Transition to Steady-State

Support handover to client core IT operations, including:

Documentation validation

Knowledge transfer

Post-transition stabilization

Technical Environment

Microsoft ecosystem (M365, Teams, SharePoint, Azure)

Enterprise infrastructure:

Servers, storage, backup

Endpoints and identity management

ITSM tools (ServiceNow preferred)

Exposure to networking concepts (no deep specialization required)

Soft Skills & Profile Fit

Strong problem-solving and troubleshooting ability (including unknown issues)

Comfortable in ambiguous, evolving environments

Highly organized; able to manage multiple priorities simultaneously

Strong customer-service mindset

Ability to work independently and within a global distributed team

MUSTS

5–8+ years of experience in L2/L3 IT Support

Experience supporting enterprise environments (5K–10K+ users, global preferred)

Strong hands-on experience with:

End-user support (workstations, identity, M365 tools)

Infrastructure (servers, storage, backup, VDI)

Microsoft ecosystem (Teams, SharePoint, Azure)

Experience working in multi-vendor, global IT environments

Strong communication skills with both technical and non-technical stakeholders

Ability to manage multiple concurrent projects/issues in a fast-paced setting

PLUS

Prior experience supporting M&A integrations or IT transformations

Exposure to both smaller organizations and large enterprise environments

Experience with:

ServiceNow or similar ITSM tools

ITIL-based service management

Cybersecurity and information security practices

Strong documentation skills (Visio diagrams, runbooks, SOPs)

Notes for Recruiters (Important)

Top priority: Strong communication + adaptability (not just technical depth)

Must have true L2/L3 hands-on experience (not just ticket routing)

Look for candidates with:

Enterprise/global exposure

M&A or integration experience (big plus)

Ability to handle fast-changing environments